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Modernize Customer Service

Deliver Next-Generation Customer Service.

Your customers interact with your company through many channels today, and the way they interact with you has changed drastically. In this track, you will learn how your sales, marketing, ecommerce and customer service organizations have to change in order to give your customers the best and most consistent customer experience. Do you currently connect every interaction your customer has with your brand? Learn how you can, and the benefits you will achieve by adopting customer experience across your organization.

Learn how to:

  • Evolve your customer service strategy to better understand and engage customers
  • Deliver exceptional service that delights customers and impacts revenue
  • Leverage social media to address service requirements
  • Lower the costs of delivering service by using web-based self-service
  • Prioritize communicating to your customers

Track Details

  • Achieving the Dream of the Modern Contact Center

    Customer expectations are rising with the explosion and adoption of new technologies. To deliver modern customer service and support today, contact centers must evolve rapidly. This session explores best practices for modern contact centers including how to handle social media, mobile, cross-channel support, knowledge management, and revenue opportunities.
  • Get Social with Customer Service Interactions

    Social media is changing customer service, with customers demanding fast responses publicly. Only 19 percent of customer service departments are active in social media, putting most customer service departments in reactive mode when it comes to social care. Join this session to learn how to be more proactive with social customer service and use social media to get ahead of your service issues.
  • Turn Your Contact Center into a Profit Center

    Today, service opportunities often mean revenue opportunities. Contact centers are in a unique position to generate revenues in addition to keeping customers satisfied. Becoming a profit center means knowing which products and services to offer when customers contact you. This session focuses on how to create a truly integrated customer experience that manages orders and service at the same time.
  • Help Is Just a Click Away

    Customers are delighted when they can get the answers they need in as few clicks as possible. Providing help that is just a click away requires leveraging technologies such as chat, click-to-call, co-browsing, intelligent search, and knowledge management. Learn how to enable customers to help themselves so you increase satisfaction while lowering your service costs.

Content varies by event. Check your local agenda for session details.